Proven Results at Scale

Led comprehensive back-office transformation at NTTA as Chief Operating Officer, implementing innovative operational strategies over three years.

As an Operator - Transforming NTTA's Back-Office

Elite Tech Consulting's leadership team brought invaluable firsthand experience to tolling modernization, having served as Chief Operating Officer at the North Texas Tollway Authority (NTTA). This implementation took about 36-months from start to finish. Comprehensive back-office transformation initiatives were conceived and executed, revolutionizing NTTA's operational infrastructure. The transformation addressed critical systems including customer service platforms, billing operations, violation processing, and payment reconciliation frameworks that form the backbone of modern tolling operations. This strategic overhaul positioned NTTA for scalable growth while establishing best practices that would later inform Elite Tech Consulting's service offerings. The new operational strategies implemented during this tenure created a foundation for enhanced efficiency, improved customer experience, and streamlined revenue operations. This deep operational knowledge—gained from leading one of the nation's largest tolling authorities—now enables Elite Tech Consulting to deliver proven, battle-tested solutions to transportation agencies nationwide seeking transformative back-office improvements.

Elite Tech Consulting managed 56+ million transactions during a complex 14-month image review vendor transition for HCTRA and TxDOT.

Image Review - Seamless Vendor Transition for Texas Toll Agency

Elite Tech Consulting provided comprehensive program management services for a critical image review vendor transition serving both the Harris County Toll Road Authority (HCTRA) and the Texas Department of Transportation (TxDOT). Our team orchestrated the seamless migration of tolling operations while maintaining uninterrupted service delivery across multiple toll facilities. The engagement required meticulous coordination between outgoing and incoming vendors, ensuring zero revenue loss and maintaining compliance with all regulatory requirements throughout the transition period.

Our program management approach prioritized risk mitigation, stakeholder communication, and operational continuity. We established rigorous quality assurance protocols, implemented detailed transition schedules, and provided real-time monitoring of transaction processing accuracy. By maintaining constant oversight of image review operations and facilitating collaboration between all parties, Elite Tech Consulting ensured that both agencies experienced a smooth transition without service disruptions, processing delays, or customer impact during this mission-critical system changeover.

Modernized omnichannel platform for major Texas toll agency, achieving 99.3% accuracy and $1M monthly IVR collections.

Transforming Toll Operations: 800-Agent Contact Center Powers $12M+ Annual Self-Service Revenue

Elite Tech Consulting partnered with one of the nation's largest toll road agencies to completely reimagine their customer engagement infrastructure. Leveraging deep operational expertise as former NTTA operators, our MBE/SBE-certified team designed and deployed an enterprise-grade omnichannel contact center supporting 800+ agents handling over 3 million annual transactions. The solution integrated advanced IVR/IVA technology, intelligent ACD routing, comprehensive workforce management tools, and 24/7 managed services—all tailored to the unique demands of tolling operations.

The 15-month engagement delivered transformative results that reshaped operational efficiency and customer satisfaction. Image review accuracy soared to 99.3%, virtually eliminating costly processing errors and disputes. The intelligent IVR self-service system now collects approximately $1 million monthly, reducing agent workload while accelerating revenue realization. Our ongoing managed services ensure continuous optimization, providing the agency with scalable technology infrastructure that adapts to evolving customer expectations and regulatory requirements.

Currently implementing chatbot capabilities across multiple digital channels for a client.

Omnichannel Chatbot Deployment (In Progress)

Currently implementing chatbot capabilities across multiple digital channels for a client.